Is this correct? I had bought an off-peak return on their website. I didn't travel due to feeling under the weather. Their website wouldn't process the refund and kept throwing up an error message so I had to fill out an online form. I received a reply today asking for a "Medical Report" as proof of my illness before they can issue me with a refund? I've checked their T&C's and there is no mention of any proof before issuing refunds. As far as I can see, it states you can apply for a refund up to 28 days past travel date.
-
Our new ticketing site is now live! Using either this or the original site (both powered by TrainSplit) helps support the running of the forum with every ticket purchase! Find out more and ask any questions/give us feedback in this thread!
Refund policy - Avanti West Coast asking for a "Medical report" for an Unused off peak return
- Thread starter majort88
- Start date
- Status
Sponsor Post - registered members do not see these adverts; click here to register, or click here to log in
R
RailUK Forums
They might be willing to waive the admin fee (normally £10) if you provide the medical evidence, perhaps?
But if you are unable to provide it, they still owe you a refund of any unused part of the ticket, less the admin fee.
But if you are unable to provide it, they still owe you a refund of any unused part of the ticket, less the admin fee.
Avanti are known to waive admin fees or give a refund on usually non-refundable advance tickets where such evidence is provided.
I suspect this is an error or confusion by their customer service around that.
If you are not refunding for a reason like that I would just reply stating that you did not to travel and are happy to pay any applicable admin fee.
I suspect this is an error or confusion by their customer service around that.
If you are not refunding for a reason like that I would just reply stating that you did not to travel and are happy to pay any applicable admin fee.
Adam Williams
Established Member
I'd hope it's not £10 they're charging nowadays.
Thanks for the reply:
Their exact wording was:
"To process your request, can you provide an image of your medical proof, with this we will be able to action your refund request."
Indicating that without image of medical proof they won't be able to action...
Their exact wording was:
"To process your request, can you provide an image of your medical proof, with this we will be able to action your refund request."
Indicating that without image of medical proof they won't be able to action...
Bletchleyite
Veteran Member
It is an Off Peak Return you have and not Advances, isn't it?
Edit: Assuming so I'd just message back and say you aren't wanting a refund on those grounds, just a normal one less the admin fee.
Edit: Assuming so I'd just message back and say you aren't wanting a refund on those grounds, just a normal one less the admin fee.
Last edited:
As previously said:
Avanti are known to waive admin fees and/or give a refund on usually non-refundable advance tickets where such evidence is provided and it is probably just a mistake around that.
As long as your ticket was refundable, just reply stating that you did not travel, your ticket type was refundable and you are happy for them to deduct any applicable admin fee.
- Status